[Hiring] Health Care Contact Center Supervisor @Inizio Medical

Role Description

Join Inizio during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

The Call Center Supervisor is a critical member of the Business Unit with accountability for all aspects of contact centre operations, including:

• Direct management
• Coaching
• Quality oversight
• Compliance monitoring
• Development of team members

The role is accountable for delivering services in a fiscally responsible manner.

Qualifications

• Current registration and good standing with the South African Nursing Council (SANC), South African Pharmacy Council (SAPC), or other relevant South African healthcare professional body, as required by the client programme.
• Minimum five years’ experience supervising within a healthcare contact centre, medical information service, patient support programme, pharmacovigilance environment, or related healthcare setting.
• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.
• Experience managing operational, quality, compliance, and performance metrics within a regulated environment.
• General understanding of contact centre management systems and workforce management tools.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams) and the ability to quickly learn and effectively use new business applications, reporting tools, and client systems.
• Outstanding customer service, communication, coaching, leadership, and interpersonal skills.
• Ability to train, motivate, and develop team members.
• Demonstrated proficiency in spoken and written English, including the ability to communicate professionally with U.S.-based clients, healthcare professionals, and internal stakeholders.
• Familiarity with U.S. FDA regulations and healthcare industry requirements preferred.
• Ability to maintain a secure remote work environment and comply with company information security requirements.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Requirements

• Supervise contact centre staff, including active performance management and employee development.
• Provide day-to-day supervision of communicators and implement and communicate performance standards.
• Provide clarity, gain commitment, and hold team members accountable for performance expectations.
• Coach team members for success and support the development of direct reports.
• Conduct performance evaluations, coaching sessions, and development planning.
• Conduct recruitment interviews, onboarding, and training of new employees.
• Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and South African labour legislation.
• Proactively monitor staffing levels and workforce requirements.
• Coordinate and deliver programme training as required.
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise day-to-day contact centre operations to ensure service delivery, quality, compliance, and operational performance objectives are achieved.
• Deliver service that meets or exceeds client KPIs and service-level requirements.
• Maintain all agreed service levels and operational metrics.
• Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.
• Manage contact centre operations in a fiscally responsible manner.
• Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with HIPAA, POPIA, and appropriate communication standards.
• Ensure timely identification, documentation, escalation, and reporting of Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with applicable client requirements, U.S. FDA requirements where applicable, SAHPRA requirements where applicable, company policies, and regulatory reporting timelines.
• Provide oversight of pharmacovigilance and product quality complaint processes to ensure compliance with applicable regulations and timelines.
• Communicate with callers in an empathetic and professional manner while explaining medical terminology in a clear and understandable way, where appropriate.
• Develop contingency plans to maintain adequate staffing and service coverage during operational disruptions.
• Serve as operational backup for inbound and outbound call handling when required.
• Analyse daily, weekly, and monthly performance, quality, productivity, and database metrics and provide recommendations to leadership.
• Oversee alternate communication channels including email, voicemail, web-based enquiries, and other approved channels.
• Support implementation of programme modifications and special projects.
• Support quality improvement initiatives designed to improve productivity, compliance, and service delivery.
• Support the development of and maintain contact centre policies, procedures, and work instructions.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of HIPAA.
• Safeguard patient privacy and confidentiality in accordance with POPIA, company information security requirements, and applicable client confidentiality requirements.
• Support audits, inspections, quality reviews, and corrective action activities as required.
• Maintain a secure and confidential remote-working environment and ensure team compliance with information security and business continuity requirements.

Benefits

• Employment Equity: Inizio Engage is committed to the principles of the Employment Equity Act and promotes equal opportunity and fair treatment in employment.
• Reasonable Accommodation: Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable South African legislation and company policy.